Chapter 7
Voice Script Editor

The Voice Script Editor is a powerful tool which gives you total control over the way MacComCenter Plus will answer and process incoming calls. With the proper script file, MacComCenter Plus can be configured to differentiate among incoming voice, fax, data or AppleTalk Remote Access (ARA) calls, and handle the calls appropriately.

The Editor uses icons to create a graphical representation (like a flowchart) of how calls will be processed. The Voice Script Editor dialog appears as follows:

On the left is the floating toolbar, which contains the icons used to represent Editor commands. On the right is the script window. To create scripts, drag and drop the icons from the toolbar onto the script window. Icons are connected with arrows (using the arrow tool), which directs the call processing flow.

The execution of each icon can either Succeed or Fail. When creating scripts, you use arrows to show the path the script will take when a successful result is obtained. You can also use arrows to show the path the script will take when a failure occurs. The successful path is shown with a green arrow. The failure path is shown with a red arrow. To draw a red arrow (failure path) hold down the ^Option key when using the Arrow Tool.

To create a new script, select New from the File menu. . To open an existing script, Open from the File menu.You can change the appearance of the icons in the script window the Use Graphics Icons option under the Scripts menu. Each icon has a unique number assigned to it by the Script Editor. You can view these numbers by selecting the Show Item Numbers option from the Scripts menu. When you complete a script file, select Save from the File menu to store the script on your hard drive.

You can print scripts by going to the File menu and selecting Print. You can also make the Script you are working on the 'Default Script' by selecting Make Default Script from the Scripts menu. The Default Script is the script which is used when MacComCenter Plus answers the phone in Voice and Fax mode. There is only one Default Script, although there can be many script files. Scripts can also call other scripts for more complex call processing scenarios.

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Voice Script Tools

From left-to-right the tools are:

• Text tool -- The text tool allows you to add text to the script window. This is useful for documenting scripts.
• Pointer tool -- The Pointer tool allows you to select script icons from the list, and drag and drop them onto the script window.
• Pick tool -- The Pick tool allows you to define a rectangular area which can be used to select an icon (or icons) in the script window. You can then use the Pointer tool to move the selected icons, or the Delete key to remove the icons.
• Arrow tool -- The Arrow tool is used to draw an arrow from one icon to another. This is used to direct the path the script will follow.

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Voice Script Icons

F  Note: Every icon dialog contains call processing termination options. These options are Hang Up on Failure and Hang Up on Success. If Hang Up on Failure is selected and the specified task returns a failure code, the call will be immediately terminated. This will occur even if a failure path is available from the selected task. If Hang Up on Success is selected and the specified task returns a success code, the call will be immediately terminated. This will occur even if a success path is available from the selected task.

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Start Icon

Select the default voice messages which will be used when the specified action occurs. Use the provided popup menus to select the voice files. All scripts must begin with a Start icon.

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Get Tones Icon

Look for tones for x seconds -- MacComCenter Plus will wait for the specified number of seconds for the tones to be entered by the caller. If the tones are not entered in the allowed time, a failure code will be returned.

Stop checking after x tones -- Specify the number of tones that MacComCenter Plus will expect to be entered.

Play Beep before looking for tones -- When selected, a beep will be played before MacComCenter Plus will begin waiting for tones.

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Play Message Icon

Play Options:

Check for Tones while playing -- When selected, the user can enter tones while an audio file is being played.

Play Beep when done -- When selected, a beep will be played after the recording is played.

Message Options:

Play recording -- Specify the audio file that will be played when this task is accessed.

If tone equals x then play recording y -- If the specified touchtone key is pressed, the audio file specified in the popup menu will be played.

Play one recording from the following set -- When this option is selected, you can create a list of audio files which can be played with different playing criteria. This option will allow you to create a play list from which MacComCenter will select a message to play. You can specify the message to be played based on what touchtones have been received, based on what the date or time is, based on what day of the week it is or a combination of these criteria. To create a play list, click on the Play one recording from the following list radio button. To edit an entry in the list, double-click on the list item. To add a new message to the list, double-click on the Click Here to Add Recording list item. The following configuration window will be displayed:

         

Specify the recording to play from the Recording popup menu. Select when you want the message to be played from the When to Play popup menu. If you select Never, the recording will not play. This is a good way to disable a particular message without deleting it from the list. If you select When nothing else matches, then this message will become the default message for the list. The selected message will play if
no other message in the list fits the selection criteria. If you select At Specified Date/Time, then you can select the date, time or day of the week when you want the message to play. By default, Select Days is selected. If you want to specify a specific date, choose Select Date from the Select Days popup menu. The following dialog will appear:

           

From this dialog, you can select a specific date. Using this option will allow you to specify messages which play on holidays, your birthday or some special occasion. You can also specify a time of day and a touchtone to further define when this message will be played.

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Play Beep Icon

Repeat Beep x times -- Specify the number of times the beep will be played.

Use Standard Beep -- When selected, the standard beep will be played. The standard beep is a 1/3 second tone.

Play this as the Beep -- Use the popup menu to specify an audio file to be used in place of the standard beep.

Record Call for x seconds -- Specify the maximum length of an incoming message.

Enable Call Screening -- When selected, this option will cause the callers message to be played through your modem's speaker while it is being recorded.

Play Beep before Recording -- When selected, the caller will hear a beep before MacComCenter Plus will begin recording their message.

Do Command Icon

This icon causes MacComCenter Plus to perform a particular command depending upon the touchtone key pressed by the caller. When the Do Command icon is selected, the following configuration dialog appears:

The asterisk ('*') is required for each command. Specify the touchtone key which must be pressed by the caller to access the specified functions. During call processing, MacComCenter looks for a '*x' touchtone key combination and then executes that particular command. If this icon return Success (meaning that it detected a command), then voice call processing is terminated. This will occur even if a success path is available from the selected task.

Data Mode Icon

This icon tells MacComCenter Plus to switch into data mode. The configuration dialog for this icon has no additional options. This icon will run either ARA or the MCC Terminal application, depending on how the Answer Data option is set in the MessageCenter Preferences Port Settings window. Voice call processing always terminates after this icon is executed. This will occur even if a success or failure path is available from the selected task.

F  Note: See MacComCenter Plus and ARA later in this chapter for details on using ARA with MacComCenter Plus.

Select a Label Name -- Specify the target Label icon for the selected Goto task. There are 26 labels per script--one for each letter of the alphabet.

Select a Label Name -- Specify the label name for the selected Label icon. Select a letter from the popup menu to identify this label. There can only be one icon identified with the selected letter

When the Select Day(s) option is shown, you can click on the day or days you wish to select. When the Select Date option is selected, a monthly calendar will appear, allowing you to specify a specific day in a specific month. The Time from x Until y options allow you to also specify a specific time of day.

You must record messages for each touchtone digit and then configure each digit by selecting the appropriate recording from the popup menus. The Replay Tones icon replays the touchtones by playing the audio for each touchtone detected.

Introduction Message -- Use the popup menu to specify the message which will be played when the Replay Tones task is accessed. An example message might say: "The touchtones you have pressed are . . ."

Digit 0 thru 9 -- Use the popup menu to specify the audio files used for each digit. These audio files should just be the name of the digit.

Acknowledgment -- When selected, this option will cause the selected audio file to be played after the replay of the callers tones is finished. An example message might say: "Were the tones just played correct? Press 1 if they were correct, or 0 if they were incorrect."

Look for verification after replaying tones -- This option is used in conjunction with the Acknowledgment option. If a 1 is pressed, verification is considered to be passed and the icon returns success. If a 0 is pressed, verification is considered to have failed and the icon returns a failure. If no verification is required, the icon return success.

When the Call Code Resource icon is selected, the following configuration dialog appears:

Select the custom code resource from the popup menu. The configuration dialog will change to a plug-in specific configuration dialog. If there are no plug-ins installed, the popup menu will be disabled.

Look for Mailbox number for x seconds -- Specify the number of seconds MacComCenter Plus will wait for the mailbox number to be entered via touchtones.

Play Beep before looking for Mailbox ID -- When selected, a beep will be sent to the caller before MacComCenter Plus begins waiting for the mailbox number to be entered.

Require a Mailbox password -- When selected, MacComCenter Plus will require that the mailbox's password be entered before it can be accessed.

Use default messages for prompts -- When selected, the default message prompts, defined in the Start icon configuration dialog, will be played.

Play Mailbox Greeting if available -- When selected, the mailbox's greeting message will be played. If the mailbox does not have its own individual message, this option will be ignored.

Match Any TouchTone -- When selected, this icon will return success if the caller entered any touchtone. The icon will return failure if no touchtones are entered.

Match this TouchTone sequence -- When selected, this icon will return success only if the caller entered the specified touchtone sequence. If the touchtones do not match, the icon will return failure.

Run Script -- Use the popup menu to specify the script to be run. Press Open to open the selected script in the Voice Script Editor.

Return 'Success' status -- When selected, the script will return to the original script, and report a success.

Return 'Failure' status -- When selected, the script will return to the original script, and report a failure.

Number of times thru Loop -- Specify the number of times that the section will be repeated. If the count is exceeded, the icon will return failure. If the count is less then or equal to the amount specified, the icon will return success.

Count exceeded message -- Use the popup menu to select the audio file which will be played when the loop count exceeds the number specified above.

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MacComCenter Plus and ARA

F   Note: This release of MacComCenter Plus's call discrimination feature does not support ARA 3.0.

To use call discrimination with ARA:

1. Open the Remote Access Setup Control Panel.
2. Ensure that ARA is configured to use the same port as MacComCenter Plus.
3. Ensure that the Answer Calls check box is not selected.
4. Close the Remote Access Setup Control Panel.
5. When you call your Macintosh to establish an ARA call, use the following dialing string:

The ",,,,,*5" shown above causes the computer calling into your Macintosh to wait until the greeting message is playing before sending the *5 tones. These tones are processed by the Do Command icon and they tell MacComCenter Plus to switch to ARA mode.